Assured thecustomerthat we canassistAnswered thecall within 10seconds (micdown vs up)Ready to takethe callUsedtoolsDispositionedthe callproperlyMentionedtheoutboundscriptWarmTransferAsked "if there'sanything else toassist with" priorto transfer/callendingFollowed theproper 5-point holdprocedureReassuredthe customerwith 3 powerwordsProvidedclearinstructionsDeliveredanexceptionalexperienceAcknowledgethe customerby their nameBrandedthe callConfirmed thereason forcalling outsideof thecompassionstatementDidn'tover talkthecustomerLeftdetailednotesOwned theresolutionwith positivephrasingEnthusedtone fromstart tofinishCelebratedwins with thecustomer(reassurance)Tailored theempathystatement tothe reasonfor callingScheduleda callbackSharedbestpracticeswith a peerRecapped the callprior toending/transferringAskedprobingquestionsAssistedin thegroupchatBuild rapportaround thesmart deviceSent anACE toa peerTroubleshootedthe issuebeforetransferringRemainedconversationalAssured thecustomerthat we canassistAnswered thecall within 10seconds (micdown vs up)Ready to takethe callUsedtoolsDispositionedthe callproperlyMentionedtheoutboundscriptWarmTransferAsked "if there'sanything else toassist with" priorto transfer/callendingFollowed theproper 5-point holdprocedureReassuredthe customerwith 3 powerwordsProvidedclearinstructionsDeliveredanexceptionalexperienceAcknowledgethe customerby their nameBrandedthe callConfirmed thereason forcalling outsideof thecompassionstatementDidn'tover talkthecustomerLeftdetailednotesOwned theresolutionwith positivephrasingEnthusedtone fromstart tofinishCelebratedwins with thecustomer(reassurance)Tailored theempathystatement tothe reasonfor callingScheduleda callbackSharedbestpracticeswith a peerRecapped the callprior toending/transferringAskedprobingquestionsAssistedin thegroupchatBuild rapportaround thesmart deviceSent anACE toa peerTroubleshootedthe issuebeforetransferringRemainedconversational

HERO Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
I
2
G
3
G
4
I
5
B
6
I
7
O
8
N
9
B
10
O
11
O
12
N
13
B
14
G
15
N
16
O
17
O
18
G
19
B
20
B
21
B
22
N
23
N
24
G
25
I
26
O
27
G
28
I
29
I
  1. I-Assured the customer that we can assist
  2. G-Answered the call within 10 seconds (mic down vs up) Ready to take the call
  3. G-Used tools
  4. I-Dispositioned the call properly
  5. B-Mentioned the outbound script
  6. I-Warm Transfer
  7. O-Asked "if there's anything else to assist with" prior to transfer/call ending
  8. N-Followed the proper 5-point hold procedure
  9. B-Reassured the customer with 3 power words
  10. O-Provided clear instructions
  11. O-Delivered an exceptional experience
  12. N-Acknowledge the customer by their name
  13. B-Branded the call
  14. G-Confirmed the reason for calling outside of the compassion statement
  15. N-Didn't over talk the customer
  16. O-Left detailed notes
  17. O-Owned the resolution with positive phrasing
  18. G-Enthused tone from start to finish
  19. B-Celebrated wins with the customer (reassurance)
  20. B-Tailored the empathy statement to the reason for calling
  21. B-Scheduled a callback
  22. N-Shared best practices with a peer
  23. N-Recapped the call prior to ending/transferring
  24. G-Asked probing questions
  25. I-Assisted in the group chat
  26. O-Build rapport around the smart device
  27. G-Sent an ACE to a peer
  28. I-Troubleshooted the issue before transferring
  29. I-Remained conversational